Coinbase
Director, Premium & Wealth
Charlotte, NC · Director
Sponsorship not specifiedDetected 6 days ago
LLMsLeadershipCollaboration
About the role
- Ready to do the most impactful work of your career?
- The bar is high, the environment is intense, and we like it that way.
- This isn't a place for complacency, it's a place to be pushed past your perceived limits.
Responsibilities
- Lead 24/7 global operations including SLAs, backlog management, DSAT recovery, and regulatory guardrails for high-stakes cases involving funds at risk, large AUC, and complex trading disputes
- Partner cross-functionally with CX Strategic Programs, CX Intelligence, Sales, Compliance, Legal, and Risk to resolve executive escalations, accelerate product adoption, and drive VIP engagement
- Drive operational compliance across trading workflows, client suitability, execution quality, and complaint resolution in close partnership with Trading leadership and Compliance
- Build, mentor, and develop a high-performing global organization of Concierges, Premium Inbound Specialists, and Supervisors, fostering a culture of collaboration, innovation, and accountability
- Proven track record of using operational metrics (CSAT, SLAs, retention, revenue) to drive business decisions and deliver sustained team performance in a 24/7 environment
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.
- You'll own the end-to-end Premium & Wealth operation globally, driving customer satisfaction, retention, and loyalty while building a high-performing organization of concierges, specialists, and supervisors.
Requirements
- Required Skills and Experience:
Compensation
- $232,050 - $232,050 USD
- Notice: Base salary varies by location (see range below).
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Annual base salary range (excluding equity and bonus):
Benefits
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Own the strategic vision and execution for Premium & Wealth, maximizing CSAT, retention, and revenue across Coinbase's highest-value user segments
Company info
- At Coinbase, we are uncompromising on our mission to increase economic freedom.
- As the Director of Premium & Wealth, you'll lead, scale, and deliver white-glove service for Coinbase's highest-value customers, including high-net-worth individuals, VIPs, and prosumers.
Equal opportunity
- Coinbase is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
- Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.
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This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.